Ford Customer Service Division Overview · supply base about Ford Customer Service Division ......

Module 1

Module 1 FCSD Overview

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Ford Customer Service Division Overview

The purpose of this module is to inform the

supply base about Ford Customer Service

Division (FCSD)

All other training modules will detail the actions

and tools needed to fulfill service requirements mentioned in this module

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Gain a high level understanding of FCSD

Discover interesting facts about FCSD

Learn your role and impact on Ford’s customers

Understand how we distribute Original Equipment Service (OES) parts

Identify resources for supplier assistance

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Ford Motor Company

Marketing, Sales and

Service

Ford Customer Service

Division


Manage the supply of repair components and

deliver defect free quality to dealerships and

distributors for OE Service and aftermarket

consumers of Ford Motor Company Vehicles

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Parts

Release/

Catalog/

New ModelPurchasing

Supplier

Quality

Freight

Mgmt.

Packaging

Brand

Mgmt.Parts

Distribution

Mgmt.

Inventory

Mgmt./

Delivery

Call Center

IT

PCW

FCSD

This Module will focus on the Highlighted Areas


FCSD has:

◦ We have 300 thousand unique part numbers

◦ We Stock 200 million parts within our depot

network

◦ Currently have 1700 suppliers

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One of Ford’s performance metrics is“Fix it Right the First Time on Time”

Suppliers help in this by shipping product to

release on a timely basis

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Serviceable Component Suppliers

Assembly Suppliers Tier 1 to Production

Ford Assembly Plant

FCSD Supply Network

Service STA PPAP Review (Level 3 -5)

to Ford Component Print

Production STA PPAP Review (Level 3-5)

to Ford Assembly Print

Suppliers Tier 1 to Service


Non Serviceable Component Suppliers

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World Class ServiceWith

World Class QualityOrder by 4 PM, Receive 8 AM


(1700)

(17)

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Packagers

Warehouses

Distributors

Change Implemented in

2002 to FCSD Warehouses

•25 facilities are

now strategically

placed

throughout the

United States

with depots also

in Canada and

Mexico

Barcode Change

Implemented in 2010 to

require barcodes for 100%

of Ford and Motorcraft

service part labels

•Bar code

Scanning

ensures Rapid

Right Part

accuracy

Daily Parts Advantage

(DPA) Facilities


NPD - National Parts Distribution Center (1)◦ New Model, Large, Low usage parts

PRC – Parts Redistribution Center (1)

HCC - High Cube Center (3)◦ Large parts (axles, engine assemblies)

HVC – High Velocity Center (19)◦ High usage parts (oil filters, brakes)

LVLC – Low Volume/Low Cube (1)◦ Low usage, small parts (O-rings, seals)

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Means by which FCSD responds to dealer orders

for parts which will be used to repair customers’

vehicles

Consumer-oriented approach

Hub and spoke model◦ Suppliers ship to packagers or the Parts Redistribution

Center (PRC)

◦ Packagers and PRC ship parts to the DPA facilities

◦ DPA facilities fill dealer orders and ship parts directly to

dealers the same day in which they are ordered

◦ Unique to Ford Motor Company

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Order to delivery

from 2-8 days to

12-48 hours

Only OEM service

parts supplier that

provides next day

service to 90% of its

dealers

Mandatory Barcodes

ensures right part to

the right customer


For supplier assistance, contact the

following:

◦ Supplier Technical Assistance Engineer

◦ Service Buyer

◦ Release Analyst

◦ Supplier Delivery Analyst

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Supplier Technical

Assistance Engineer

Service Buyer

• Quality issues

• PPAP

• Quality rejects

• Process/design changes

• Sub-supplier changes

• Q1-Quality

• Contact information is on the

Supplier Improvement Metrics

(SIM) website

• Commercial Issues

o Lead time

o Pricing

o Tooling

o SREA submission

• Contact information is in DDL on

the “GPMA” screen

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Release Analyst Supplier Performance

Analyst• Release or Inventory issues

o Cum imbalances

o Ability to ship to release

o Change release

o ASN issues

• Located in Czech Republic

o Available 7:00 – 3:30 PM EST

• Contact information is in DDL on

the “GPMA” screen

• Supplier Performance Issues

o Supplier Delivery Performance

Rating

o Q1 - Delivery

• Contact information is on the

Suppler Improvement Metrics (SIM)

website as well as Super-G

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1. Log into Covisint.

2. Select Automotive Portal

3. Select Ford Motor Company

4. Select the “Applications” tab

5. Scroll down to “Ford Customer Service Division (FCSD) Purchasing” and

select the link

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• Select Quality to navigate to the FCSD Supplier Quality Portal

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1. Log into Covisint.

2. Select Automotive Portal

3. Select Ford Motor Company

4. Select the “Applications” tab

5. Scroll down to ‘Supplier Improvement Metrics [New SIM] – SIM update’ and

click the link

*Alternately there is a link to SIM on the FCSD Supplier Quality Portal

(previous slide)

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1. To find a STA contact in SIM

Search by a GSDB code in

the “site code” section

2. Select the Site

3. Select “Site Status and

Profile” and scroll to the

bottom for the contacts

associated with that site

Code


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Contacts in MMP can be found on the GPMA screen• Buyer• Demand Analyst• Product Analyst


For more information outside on MMOG,Delivery and Q1 Delivery Guidelines log into Covisint visit the FCSD Supply Chain Site at https://web.pslsupp.ford.com/◦ Scroll down and find information under “Supplier

Tool Box…” in the Hotlinks section


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https://web.pslsupp.ford.com/

FCSD is a division of Ford which has significant impact on customer satisfaction

Our supplier partners play an important role in helping us to satisfy customers◦ Ship according to release

◦ Clearly identify parts

◦ Package parts to protect from corrosion and damage

◦ Implement quality tools for service processes

◦ Communicate process and design changes to Ford, prior to implementing

◦ Answer Service Quality Rejects in a timely and complete manner

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